Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
For nearly five years, I had the privilege — and challenge — of caring for my mother, who had paraplegia. Those years taught me a great deal about accessibility and inclusivity, especially when dining out.
I remember the frustration of taking her to traditional restaurants, where even a simple step at the entrance could feel like an exhausting obstacle. I was often alone when taking her out in public, so navigating heavy doors, tight walkways, and people’s ignorance was only a taste of what we had to overcome.
What’s sad is that even though more than 1 in 4 adults have disabilities in this country, accommodations feel more like exceptions than the service standard.
Just a couple months ago, a group of students with disabilities were denied dine-in service at a popular restaurant chain. (The company cited miscommunication and staff shortages amid protests from the local community.)
My mom loved being able to eat out on a budget, which is why fast casual dining was perfect for her. She was lucky enough to live within walking distance of some popular restaurants, so those were our top options since we didn’t have to worry about transporting her in my car.
But with their self-service counters and minimal assistance, fast casual environments sometimes compounded that feeling of exclusion.
Usually we were greeted by staff who knew us very well (since we were frequent guests) — these employees made it a point to go above and beyond. They would often escort us to a seating area with extra space, take our orders, and handle payment tableside. But it wasn’t always like that everywhere we went.
I commend businesses for making it a point to accommodate those with special needs and persons with disabilities. But I think it never hurts to revisit policies, facilities, and training practices to prioritize inclusivity.
Here are tips that fast-casual dining establishments can adopt to keep service flowing smoothly while creating an environment that welcomes guests of all abilities and makes life a little easier for caregivers like me.
One of the first things to consider is the physical space. Fast casual restaurants often feature compact layouts with tight seating arrangements, which can be a nightmare for someone in a wheelchair or with mobility challenges.
Evaluate entryways and hallways and rearrange seating areas to ensure they are wide enough for easy maneuvering. Consider installing ramps, automatic doors, or lowering thresholds to smooth the transition from the sidewalk into your establishment.
Clear, visible signage not only guides guests to restrooms and exits but also helps those with cognitive or visual impairments.
Fast-casual dining is known for its “do-it-yourself” ethos—self-service ordering, grab-and-go meals, and minimal table service. While this model works well for many, it can create barriers for guests who require extra help.
Train your staff to recognize when a guest might need assistance. A friendly team member could step in and offer guidance if a customer seems uncertain or hesitant at the ordering kiosk. Or, consider designating certain hours or sections where full-service options are available.
Menus are often the first point of engagement in fast-casual restaurants, and they need to be accessible. I lost count of the number of times I’ve had to order and handle payment for my mom because the point of sale system was at standing height.
In addition to placement, digital kiosks and printed menus should use large, clear fonts and high-contrast colors to aid guests with visual impairments. It might also be useful to offer alternative formats such as Braille menus or audio options through a QR code.
When it comes to digital ordering systems, ensure that your kiosks are equipped with screen reader compatibility and that the interface is simple to navigate.
At the heart of a welcoming dining experience is a team that truly understands accessibility. Comprehensive staff training should go beyond basic customer service skills and include appropriate and respectful ways to interact with individuals with disabilities.
Teach your team how to approach guests with sensitivity and respect, and offer practical tips on assisting someone with mobility challenges.
Encourage your staff to ask guests if they need help – but only if it would be appreciated. Many guests with disabilities live fully independent lives and won’t need extra assistance, so it’s important to develop social awareness in these scenarios.
Consider implementing design elements that allow for customization. Adjustable seating arrangements can accommodate different needs, whether that means extra space for wheelchairs or quiet areas for guests who might be overwhelmed by noise.
Offering assistive devices like utensils with larger grips or adaptive trays can help guests dine more comfortably and independently. Also, think about providing clear pathways from the ordering area to the seating area, reducing obstacles that could cause delays or discomfort.
Seemingly small additions can transform how guests with special needs experience your restaurant. And, trust me, any positive and inclusive modifications will eventually get noticed by most – if not all – of your customer base.
By rethinking layout, offering flexible service, improving menu accessibility, training staff with inclusivity, and customizing the overall dining atmosphere, fast casual restaurants can keep up the speedy, comfy vibe as they transform into a haven for guests of all abilities.
My personal journey has shown me that these changes are essential for service excellence. After all, we all win when every guest feels welcome and cared for.
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